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Documentation

Documentation

Everything you need to get started with EmpireVault Cloud Suite.

Getting Started

Quick Start Guide

  1. Sign up for a free trial at app.empirevault.com — no credit card required.
  2. Invite your team from the User Management page. Each plan includes 2 seats to start.
  3. Connect your first mailbox (Google, Microsoft 365, or IMAP) to start syncing conversations.
  4. Install the Engage plugin on your WordPress site to capture leads and engage visitors.

Platform Overview

EmpireVault Cloud Suite includes four integrated modules:

  • Engage — WordPress plugin for live chat, contact forms, waitlists, and newsletter signups.
  • CRM — Unified inbox, contact management, lead tracking, and email campaigns.
  • Tickets — Help desk with SLA management, AI triage, knowledge base, and customer portal.
  • Hub — Central dashboard for administration, billing, user management, and system settings.

Account Setup

Roles:

  • Read-only — View dashboards and reports. No editing access.
  • Sales — Full access to CRM, leads, and campaigns. Limited admin settings.
  • Admin — Full access to all features, user management, billing, and system configuration.

Seat Management: Add or reduce seats from the Subscription page. Each additional seat is billed as a Stripe add-on.

SSO: Single sign-on is powered by WorkOS. Users authenticate via your identity provider — no separate EmpireVault password required.

Engage Plugin

Installation

  1. In your WordPress admin, go to Plugins > Add New and search for “EmpireVault Engage” — or upload the plugin ZIP manually.
  2. Click Activate.
  3. Navigate to Settings > Engage and enter your API Key and Customer ID. Both values are available in Hub under System Settings.

Configuration

The Engage plugin supports four widget rendering modes:

  • Chat — Floating chat widget for real-time visitor conversations.
  • Contact Form — Embedded lead capture form with configurable fields.
  • Waitlist — Double opt-in waitlist signup with email verification.
  • Newsletter — Newsletter subscription with double opt-in confirmation.

Over 10 configurable options are available under Settings > Engage, including widget position, colors, greeting text, required fields, success messages, and list assignment.

Shortcodes

ShortcodeDescription

Chat with us

    		Embeds the live chat widget inline on any page or post.
    [engage_form]Renders a lead capture contact form.
    [engage_waitlist]Displays a waitlist signup form with double opt-in.
    [engage_newsletter]Displays a newsletter subscription form with double opt-in.

    CRM

    Connecting Mailboxes

    Connect your email accounts to sync conversations into the Unified Inbox. Supported providers:

    • Google Workspace / Gmail — OAuth-based connection. Authorize with one click.
    • Microsoft 365 / Outlook — OAuth-based connection via Microsoft Graph.
    • IMAP — Connect any email provider using IMAP credentials (server, port, username, password).

    Managing Contacts and Leads

    CRM contacts are organized by type: Client, Consumer, or Applicant. Leads flow in from your WordPress site via the Engage plugin and are automatically linked to CRM contacts when a match is found. Use bulk actions to change contact types or delete records in batches.

    Running Email Campaigns

    Create and send email campaigns directly from the CRM. Features include:

    • Drip campaign sequences with automated progression.
    • Open and click tracking with real-time analytics.
    • CAN-SPAM compliant unsubscribe links and mailing address footers.
    • Bounce detection and automatic suppression list management.

    Using the Unified Inbox

    The Unified Inbox aggregates email from all connected mailboxes into a single threaded view. Reply to messages, compose new emails, and track send status — all without leaving EmpireVault. Mailboxes can be designated as campaign or monitoring type, and a configurable retention policy automatically purges expired messages.

    Tickets

    Categories and SLA Policies

    Organize tickets with custom categories. Define SLA policies that set response and resolution time targets based on ticket priority. Business hours are fully configurable, and the SLA clock pauses outside of working hours. Resolved tickets can be auto-closed after a configurable period.

    AI Features

    AI-powered tools accelerate your support workflow:

    • Triage — Automatically classify priority, category, and suggested assignee on new tickets.
    • Draft Replies — Generate contextual reply suggestions based on ticket history.
    • Summarization — Condense long ticket threads into concise summaries.
    • Translation — Translate ticket content between languages.
    • Routing — Suggest optimal agent assignment based on expertise and workload.

    AI usage is rate-limited per tenant with configurable daily and monthly caps.

    Knowledge Base

    Create and organize help articles by category. Articles support rich text formatting via ActionText. The public knowledge base is available at /kb and includes full-text search and helpful/not-helpful feedback on each article. Enable or disable the knowledge base from system settings.

    Customer Portal

    Give customers a self-service portal to submit tickets, check status, and respond to CSAT surveys — no login required. Access is secured via unique token-based URLs sent by email. The portal supports category selection, custom field entry, and tag assignment.

    Administration

    User Management

    Invite users by email, assign roles, and manage their lifecycle (active, suspended, deactivated). Each user can belong to multiple organizations, with a tenant switcher for easy navigation between accounts.

    Subscription and Billing

    Subscriptions are managed through Stripe. Select a plan, add seats, and manage billing from the platform. Plans progress through states: Trial Active → Trial Grace (Read-only) → Expired (Admin-only) → Active Paid. Free trials last 60 days with a 7-day grace period.

    Audit Log

    Every significant action is recorded in an immutable audit log. View a timestamped record of who did what — ticket updates, user changes, campaign sends, billing events, and more.

    System Settings

    Global configuration is stored in encrypted key-value settings accessible to super-admins at admin.empirevault.com. Configure SMTP credentials, API keys, feature flags, and platform-wide defaults from a single dashboard.

    API Reference

    Authentication

    All API requests require two headers:

    Authorization: Bearer YOUR_API_KEY
X-Customer-ID: YOUR_CUSTOMER_ID

    Your API key and Customer ID are available in Hub under System Settings.

    Endpoints

    MethodEndpointDescription
    POST/api/leadsSubmit a new lead from a contact form or external integration.
    POST/api/chatSend a chat message from the Engage widget.
    POST/api/signupRegister a new waitlist or newsletter subscriber.
    GET/verify/:tokenConfirm a subscriber’s email address (double opt-in).

    Rate Limiting and Error Handling

    API requests are rate-limited per tenant. When a limit is exceeded, the API returns 429 Too Many Requests with a Retry-After header. All error responses follow a standard JSON format:

    {
  "error": "rate_limit_exceeded",
  "message": "Too many requests. Please retry after 60 seconds."
}

    Security

    EmpireVault is built with security at every layer — encrypted data at rest, SSO authentication via WorkOS, role-based access controls, and immutable audit logging. For full details on our security practices, data handling, and compliance posture, see the Security page.

    Need help? Contact us at support@empirevault.com

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